About Chatbooks

At Chatbooks, we think photos deserve to be seen, not trapped on your phone— which is why we created our user-friendly photo book app! Users make the memories and we make the photo books. By focusing on four core values—beyond easy, super affordable, great quality, and amazing service—we continue to keep Chatbookers everywhere excited about printing their everyday magic.

We have a high-performing ALL-STAR culture and team and are headquartered in Lehi, UT. We offer a competitive compensation package including salary, bonus, health benefits, mandatory time off, and lots of flexibility.

The “Big Why” driving the company’s mission is to “connect and strengthen families”. Chatbooks co-founders Nate and Vanessa Quigley have deliberately created a company culture that supports employees' lives. Their goal is that everyone on the team can put this mission into practice in their own lives, whether that’s being flexible enough to go to a child’s dance recital and hit up the gym during lunch or having time off to recharge and travel the world.

Some of the recognitions we’ve received include the 2022 Top Workplaces USA, 2022 Fortune Best Medium Workplaces, 2022 Best Workplaces for Millennials Award, and 2022 Best Workplaces in Technology.

Chatbooks strives to be an employer-of-choice for women and parents by offering flexible working options, welcoming kids in the office, and strongly supporting women in leadership roles. Women currently make up 56% of the company’s leadership positions.

At Chatbooks, we have put incredible focus into building a team of high-performing “All-Stars.” All-Stars have six characteristics: Grown-Up (you manage yourself and your time & handle disagreements without drama), Ship (you get things out the door efficiently and manage shifting priorities), Amazing (your work is simply AMAZING!), Optimistic (you share solutions instead of problems), and Kind (you’re consistently kind to teammates and partners), Hungry (you feel the urgency to make progress and execute relentlessly). If this sounds like you, we’d love to talk!

We are very interested in every qualified candidate eligible to work in the United States. However, we are not able to sponsor visas.

The Operations Team takes ownership of all aspects of the customer experience from the time an order is placed in the app. Our goal is to produce and provide top quality and affordable physical photo products in a timely manner. To accomplish this, we have direct ownership of all partnerships and materials to achieve a best-in-class customer experience while maintaining strong margins and strong external relationships. We strive to maintain a consistent product and user experience domestically and internationally, and especially over time (many customers have been with us for a decade and counting). We have localized manufacturing in the United States, Canada, Australia, and the UK.

We have a significant stake in gross margins, pricing strategy, and new physical products which allows us to support many other teams at Chatbooks and assist them in achieving their goals. Our efforts are often directed at driving efficiencies in manufacturing and shipping while improving the end to end customer experience. Ongoing responsibilities include a wide range of business operations from supply chain to returns with each requiring ongoing attention throughout the year. In managing this network of partners, vendors, and support there is a constant flow of troubleshooting required that absorbs a large portion of the day to day efforts of our team.

In this particular role, you’ll use your unique blend of skills – including outstanding strategic thinking, superb technical ability, and a passion for problem-solving – to own many external partner relationships, take ownership of challenging and ambiguous assignments, and act as a mentor and go-to resource for more junior members of the team.

What you'll do

• Analyze data tables using SQL & Tableau to identify trends and opportunities to increase vendor/partner performance and optimize cost drivers including (printing, shipping, packaging, credit card fees, customer support)

• Prepare and deliver internal presentations to support new initiatives and summarize past performance; support executive/board-level presentations

• Lead management of day-to-day relations with printing and shipping vendors/partners

• Track NPS over time by product, geography, print partner, etc, occasionally reading NPS reviews and syncing with customer support to fully understand what our customers are saying about or product, packaging, delivery times, pricing, etc.

• Utilize anecdotes from reviews to develop actionable recommendations for both operations and other teams

• Volume/fulfillment forecasting and modeling

• Monitor performance of vendors/partners and ensure delivery of SLA’s (especially quality and speed); hold vendors/partners accountable

• Own BI dashboards for related operations reporting

• Regularly audit invoices and internal data to improve customer experience, identify opportunities for improved efficiencies in logistics and improve gross margins

• Limited travel to visit vendors/partners (~1-2 times a year)

• Travel to local partners for quality control and sample testing

• Hybrid in office/WFH role - Tuesday, Thursday in Office / Monday, Wednesday, Friday Work From Home

What you'll bring

• 4+ years of relevant experience

• Interest in supply chain, data analysis, financial analysis, and partner management

• Strong interpersonal and negotiation skills

• Exceptional with Excel (able to manage and manipulate large amounts of data to tease out trends and insights)

• Passion for automation and customer experience
  
  

• Tableau (or related BI software) experience

• SQL experience

• Masters degree is a strong plus (preferably in supply chain, finance, accounting, business, information systems, analytics, or economics)

• Have a clear understanding of Chatbooks culture, business objectives, and strategy

• Become the go-to for communication between Chatbooks and our print service providers (PSPs)

• Learn all aspects of the Chatbooks supply chain, costs of goods sold, and underlying data tables

• Be a strong resource for product, marketing, and dev teams

• Have a strong understanding of international markets: our customer, competition, pricing, shipping, printing, packaging, language, and other geographic requirements

• 100% coverage for medical for you and your family

• 100% coverage for employee dental, and vision, group life, and long-term disability insurance —yes, you read that right, we cover it all

• Unlimited, free therapy sessions from the comfort of your home

• 4-12 weeks of paid Parental Leave

• Paid Holidays

• A good work/life balance is encouraged! We’ve implemented Mandatory Time Off with a recommendation to take one week off every season

• A company-wide winter break to relax with your family after a busy holiday season

• 401k plan with employer match of up to 4%

• We are a remote-first company headquartered in Lehi, Utah

• In-person collaboration with local and remote teammates 2-3 times a year and our annual Chatfest celebration

We are committed to providing an inclusive work environment—one where we welcome, celebrate, and honor varying backgrounds, beliefs, and perspectives—because it makes our business better.